Automation · Customer service and scheduling
Reschedule or cancel a Calendly appointment on WhatsApp
An AI agent finds the Calendly meeting of the customer writing on WhatsApp, offers open times and moves or cancels it.
How do I let a customer reschedule or cancel their Calendly appointment on WhatsApp without doing it myself?
When a customer writes on WhatsApp "I can't make it Thursday, can we move it?", the Met asks for the email they booked with, looks through the scheduled meetings for the one with that person as invitee and confirms which one it is. To move it, it lists the open times for that event type and, once the customer picks one, cancels the old meeting and books the new one, because Calendly has no tool to move a meeting in one step. Canceling starts off: the Met only does it if the admin switched it on. Booking on the invitee's behalf needs a paid Calendly plan; without it, the Met sends a single-use link so they pick the time.
What starts it
When the customer writes
It starts when a customer who already has an appointment writes on WhatsApp to move or cancel it. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Scheduling Met on the business's WhatsApp
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Calendly connected. Its work ends when the appointment sits at the new time, when it is canceled, or when the customer got the link to pick another time.
Channels: WhatsApp
What you need connected
- Calendly Sell and serve
5 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the customer's appointment
The Met asks the customer for the email they booked with, lists the scheduled meetings and checks their invitees until it finds that person's. It confirms the date and time before touching anything.
- 2
Read the meeting details
The Met opens the meeting to learn its event type and where it happens. That way it looks for new times in the same event type, with the same length, and not in another one.
- 3
Offer open times
If the customer wants to move it, the Met lists the open times for that event type on the dates that work for them and offers a few on WhatsApp. It only offers what Calendly returns as open.
- 4
Cancel the old appointment
With the new time chosen, or if the customer only wants to cancel, the Met cancels the scheduled meeting. This action starts off: if the admin did not switch it on, the Met tells the customer someone on the team will make the change.
- 5
Book the new time
With a paid Calendly plan, the Met books the new meeting on the customer's behalf at the time they picked. Without that plan, it sends them a single-use link for that event type so they book it themselves.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
A Calendly account with event types
The account you schedule with in Calendly. To book on the customer's behalf from the chat you need a paid plan; without it, the Met sends the single-use link.
-
Calendly connected with canceling switched on
In Met, open Connections → Calendly → Connect and sign in to Calendly. Canceling meetings starts off: the admin switches it on to let the Met move or cancel appointments.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the scheduling Met. The change happens inside that conversation.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not move an appointment in one step: Calendly's MCP has no tool for that, so rescheduling means canceling the meeting and booking another.
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It does not cancel with the default setup: canceling starts off, and if the admin switches it on, the Met runs it without asking for confirmation in the chat.
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It does not find the appointment without the customer's email: Calendly meetings are under the email they were booked with, not the WhatsApp number.
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It does not book on the customer's behalf on Calendly's free plan: in that case it sends the single-use link.
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It does not refund payments: if your event type charges, refunding a canceled appointment is handled in Calendly and in your payment gateway.
FAQ
Questions about this automation
The Met only offers the times Calendly returns as open for that event type, so availability is decided by your Calendly schedule.
The Met does not cancel: it tells the customer someone on the team will make the change. It can still show open times so the customer says which one they prefer.
This procedure does not control that: the cancellation and new meeting notices are the ones set up in your Calendly account.
For the Met to book the new appointment on the customer's behalf, yes. Without it, everything else works and the last step is a single-use link.
Keep going
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